customer service representative

branch manager

Capitol-Federal

I began as a teller at Capitol Federal and enjoyed it, quickly moving up to CSR and getting more in depth training. The pay was not great so I moved to a back office department and it all fell apart shortly thereafter. Long story short, I ended up leaving due to a corporate team who was callous, did not care for their employees wellbeing at all, and a general sense of high school drama. About two years later, I rejoined the team after being assured management had been shaken up and they were committed to doing things differently. Ironically, it was even worse than the first time. Most talented and proficient employees had already jumped ship at this point (I was not aware of that when I rejoined) leading to massive internal backlog and a pervasive feeling of chaos that nothing was being done correctly. My team's workload was triple what it should have been, internal systems were changed for the worse making even basic tasks a nightmare. Policies and procedures were constantly being changed with no apparent reasoning behind the change. Management is totally out of touch with reality, wages are much lower than similar positions in the market, and you never feel like anything more than a cog in the system. Unless you're an officer of the Bank, you are completely expendable and they have no problem getting rid of genuinely good employees if they speak up. A fun example - our whole department schedule a meeting with upper management to discuss work from home privileges and wages, and we had a packet of job applications thrown at us and were told "if it's that bad here, go work somewhere else". The only good thing from this job was the insight I got into the industry. Besides that, it was an awful waste of my time. All of my close coworkers and friends there left LONG ago for much better opportunities. This place operates like it's 1965.

Overall, this was not a rock bottom experience. The PTO was decent, schedule flexibility was efficient and the ability to use down time for homework was allowed. However, management was god awful and very degrading towards customers and their own employees. There was a huge lack of respect from the managers and most of it is because they were young and and let their titles go way too far to their head. There was also lots of work drama. I tried to avoid it at all costs but eventually got pulled into it because I was a middle person who just listened and never said a thing. It literally reminded me of Highschool and we would all have to have one on ones with the manager. Pathetic. Also, the attitudes from managers and CSRs is atrocious and mean. The second a customer walks away or drives off, its eye rolling and complaining from the teller. Absolutely mean. Would not recommend working here if this kind of stuff bothers you. If you can tolerate the adolescent behavior here and degrading environment, try it out.

The only disadvantage is the pay is not as good as at some other institutions. However, they do not have sales goals and even though they are talking about implementing sales goals, their idea of sales goals are just doing your job, that is mentioning products and services to help our customers. Unlike these other banks that pressure you into selling certain numbers of deposit accounts, loans and credit cards, they have a much more relaxed environment and really care about their employees.

-A typical day would include depositing a large amount of checks and cash, and helping customers with a number of questions and other monetary transactions.
-How to better handle money and angry customers with more confidence. How to engage in conversations pertaining to the banking business and meet customer satisfaction.
-Management is very well put together, always having meetings and keeping the team up to date with anything they need to know.
-Co-workers are all very polite and professional, and all work well together as a team.
-Making sure you do not make any mistakes when handling cash and any other monetary instrument (e.g. checks, bonds, etc.)
-Working at the front teller line and the interaction with clients, small talk is very enjoyable to me

I am normally a fairly tolerant person but the lack of respect for employees by managers is astounding. Rules only apply to certain people on the lower rungs and favoritism is a big issue. This company also has quality issues with the services it supplies and every time I would reassure customers it felt like I was lying to them. This companies ethics are very screwed up. The managers are very power-mad and the pay isn't enough for the problems you are put through. I wouldn't recommend this job to my worst enemy. One note of import would be that it is "at-will" there which means management can hire, reassign job duties, or even fire someone with no reason or justification needed. This gives management absolute power over their employees.

What is the best part of working at the company?
They were very flexible with my mental health struggles and worked with me to get time off to address it. Decent training. I think overall the company is a good one to work for.

What is the most stressful part about working at the company?
Learning government rules for banking and enforcing them/explaining them to customers. People get very upset when it comes to money and the government.

What is the work environment and culture like at the company?
It is quiet, respectful and everyone seems to pitch in to make sure the shift goes smoothly. I had no complaints about my co-workers or my management team.

I used to love coming to work, and now I actually hate my job. All of management sucks, the pay suck, the hours suck. Upper management would rather save a singular penny than hire another employee. I’ve had my pto refused, I’ve had doctors notes refused and I got written up for it. The branches are so understaffed that People are doing the job of the three individuals and only getting compensation for one. This job is not fun or easy by any means. The retail workers,  who are doing a MAJORITY of the face to face work, are treated like the dirt on the bottom of the shoes of upper management. Work here if you don’t want to be listened to, overworked and underpaid. 

Worked at a few different branches, always had great managers and great coworkers for the most part. Learning resources are always available at your fingertips so it was easy to show that you care about advancing your knowledge.
Pay was pretty low in my opinion, I ended up leaving after two years for an entry level job somewhere else making $5 more an hour than I was after being with Capfed for 2 years. 
Great place to gain some great experience, I developed a lot of critical thinking and problem solving skills- especially on nights when the vault was off! 

Work-life balance
I work 40 hours a week and every other Saturday off.
I like how I'm off @ 4 but working Saturdays can be a bummer.

Pay & benefits
Could be better

Job security and advancement
It's hard to move up in higher paying positions.

Management
Great team to work with

Overall
Love my team at Capitol Federal! Only thing is... I just wish I made more and was off on Saturdays! It's hard to move up to higher paying positions and the benefits are extremely expensive for a family! Around $100 per month for my individual insurance and adding my daughter spikes it up to around $400 per month

This organization has no idea what it is or what it wants to be.  There's no discernable plan as to what direction they're moving in, and are famously reactive instead of proactive. Upper management has a strangle hold on middle management, and are too concerned with keeping the status quo or returning to the "good old days" to notice their top talent walking out the door.  The culture is toxic, and it comes from the top down.  No maternity leave, no work from home plan, and a very strange aversion to denim.  

Top Job Titles	Average Salary
Customer service representative 4 salaries reported	$18.92 per hour
Branch manager 3 salaries reported	$55,917 per year

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